Job Description and Duties Join the Covered California team! The Sacramento Service Center Representative (SCR) provides customer service to consumers through chat and telephone interactions. Under the general supervision of a Supervising Program Technician III, the SCR explains Covered California health plans, coverage options, premiums, benefits, eligibility, and financial assistance; assists consumers with applications, renewals, and account updates; screens for Medi-Cal eligibility and makes referrals when appropriate; accurately documents contacts and actions; and resolves or escalates issues in accordance with established guidelines. The position requires working effectively in a fast-paced call center environment, protecting confidential consumer information, completing required training, and maintaining current knowledge of policies, procedures, and regulations. At Covered California, we recognize our employees are our most valuable asset. We have a variety of career fields that help make a difference in the lives of Californians, and we’re looking for talented and enthusiastic individuals to join our team! Learn more about why you should join the Service Center Division. This position primarily assists consumers via chat, while also providing phone support to answer consumer calls, and making outbound calls when required. Call Center Pay Differential: If selected, incumbents will be compensated an additional $150 per month. This is a 10-month limited term position, which may be extended or become permanent. This position is headquartered in Sacramento County at our 1601 Exposition Blvd, Sacramento, CA 95815. Business travel may be required, and reimbursement considers an employee’s designated headquarters office subject to regulations and bargaining unit contract provisions. Travel expenses associated with commuting to the employee’s office headquarters location are not reimbursable, other than authorized transit subsidies. You will find additional information about the job in the Duty Statement. Working Conditions This position may be eligible for telework. In accordance with Government Code section 14200, only employees who reside in California are eligible for telework. The amount of telework is at the discretion of the Department and based on Covered California’s current telework policy. While Covered California supports telework, in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksite with minimal notification if a need arises, as determined by the Department. Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- PROGRAM TECHNICIAN II Additional Documents
- Job Application Package Checklist
- Duty Statement Department Information Covered California works to improve the health of all Californians by assuring their access to affordable, high-quality healthcare. Our employees are the vital link that ensures that our vision, mission, and values are fully realized and are the driving force that allows us to continually provide exceptional service to those who need it most. We offer an award-winning wellness program, inclusive and diverse atmosphere, employee recognition programs, on site fitness centers at our Sacramento and Service Center locations, and free parking at all of our locations! Life can change in an instant – so can your career!
Visit our website to learn more about why Covered California is an employer of choice. Special Requirements Statement of Qualifications (SOQ) Instructions: A SOQ is required to apply. The SOQ will be used as a pre-interview screening tool. Applicants who do not follow the SOQ instructions and/or do not answer the prompt as stated below may not be considered. Artificial Intelligence (AI) tools can be useful in the development of written responses; however, it is important to use these tools responsibly and ethically. Where assistive tools may be used, responses within the SOQ should be your own original work. Applicants must write in their own words and avoid plagiarism. Failure to comply may be cause for disqualification. All interested applicants must include a statement of qualifications that is typed, no more than two (2) pages, 12-point size font, and must answer the question below. It also serves as documentation of your ability to present information clearly and concisely in writing.
SOQ Question:
- Describe how your education, work experience, training and skills qualify you for this position as it applies to the duty statement. Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:
- Customer service experience in a high-volume call center or similarly fast-paced environment.
- Experience explaining complex information and assisting individuals with applications, renewals, or enrollment processes.
- Experience using multiple computer systems, databases, CRM platforms, chat tools, or other electronic systems while maintaining accurate records.
- Knowledge or experience related to health insurance, public benefits, Covered California, or Medi-Cal.
- Demonstrated ability to type clear, accurate chat responses; protect confidential information; follow authentication and privacy requirements; adapt to changing policies; and resolve consumer issues professionally
Benefits
Benefit information can be found on the CalHR website and the CalPERS website. The State of California offers a comprehensive benefits package that includes Health, Vision, Dental, Retirement, and an array of other options. For more information on the benefits offered by the State of California, please click below: CalHR Benefits Summary CalHR Salary and Benefits Information CalPERS Retirement Information CalPERS Employer Contributions NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please click here to access the exam bulletin. Possession of minimum qualifications will be verified prior to interview and/or appointment. If it is determined an applicant does not meet the minimum qualifications, the applicant's name may be removed from the eligibility list. Covered California does not provide visa sponsorship and is not an E-Verify employer. Effective July 1, 2025, in response to the budget deficit, the Department of Human Resources (CalHR) has implemented the Personal Leave Program 2025 (PLP 2025). PLP 2025 requires that each full-time employee working their assigned work schedule receive a 3 percent reduction in pay in exchange for 5 hours of PLP 2025 leave credits monthly through June 30, 2027. Pre-Employment Requirements Background Check: All applicants shall be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice and Federal Bureau of Investigation to disclose criminal records. Incompatible Activities: To maintain our integrity and focus on serving Californians, Covered California adheres to unique conflict of interest restrictions on the outside employment and activities of its board members and staff. If you’re considering a role with us, it’s important to know at the time of your start:
- You must not be employed by or otherwise affiliated with health insurance carriers, other insurers, agents, brokers, health care professionals, health facilities, or health clinics, or trade associations of any of these entities. This also means that you must not hold an active license to sell health insurance in California.
- You must not hold an active license to sell health insurance in California.
- Health care professionals are welcome to join our team, provided you do not receive payment for professional services and do not hold ownership or financial interests in a health care practice. Please email any questions or concerns you may have prior to accepting a final offer of employment to Form700@covered.ca.gov. Additional Application Instructions Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement. All information regarding your employment history must be included on the State Employment Application STD. 678. Applications that are submitted blank or with “see resume” in place of duties performed or applications received without the following information for each job entry may be considered incomplete and may not be accepted:
- "To" and "from" dates (month/day/year)
- Hours worked per week
- Private sector job titles
- Supervisor name and phone number
- Job duties performed
- State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles).
Transcripts:
If you are meeting minimum qualifications with education, you must include your unofficial transcript for verification. If selected, you will be required to provide official transcripts at the time of hire. Foreign transcripts must include official verification of U.S equivalency prior to appointment by an organization found here.
Personally Identifiable Information:
Please do not include your Social Security Number, date of birth, veteran status, personal photos, LEAP information, or any other personally identifying information on any documents in your application package. If you have additional questions regarding this advertisement or are having issues applying through CalCareers, please contact the Employment & Classification Services Unit at 916-228-8386 or careers@covered.ca.gov.